Bmc Software, Inc.

Brian Zaik

Thomas L Adrian

Sun Chun Chu

Cedric Young

Jek-Sun Wong

Dinesh Elaprolu

Sameer Mardhekar

Peter Adams

In a general aspect, a system can include a user interface with at least one input field for receiving input associated with an information technology (IT) customer service issue and a response area for displaying results in response to the input. The system can further include a context generation engine that receives the input associated with the IT customer service issue from the user interface and determines, based on the input, a multi-factor context. The system can also include a relevance-based search engine configured to search, based on the multi-factor context, a plurality of resources; assign, based on the multi-factor context, a respective relevancy score to each of the plurality of resources; and provide, to the user interface for display in the results area, a ranked list of a subset of the plurality of resources that is ordered based on the respective relevancy scores of the subset of the resources.

Using multi-factor context for resolving customer service issues

Growing community of inventors

San Jose, CA, United States of America

Brian Zaik